King Billy Casino (Malta) - Il giocatore fatica a verificare il suo account.

On January 25th, 2023 I was able to win 310 euros at said casino. However when I wanted to withdraw they asked for documents even though I am verified. I sent everything and they wanted impossible documents like a Skrill transaction list. I haven't made any transactions with Skrill, so I don't have a transaction list because the money was debited directly from my account. But they don't understand. Then they wanted a screenshot of my Skrill account, which I also sent, and tell me that they want the transaction list again. What shoud that ?! At the same time, the state documents want me to be unemployed. How are you supposed to have government documents for unemployment?! Please help me, this is all just bullying

Am 25. Januar .2023 habe ich bei dem besagten Casink 310 Euro gewonnen können. Jedoch als ich auszahlen wollte, haben sie Dokumente verlangt, obwohl ich verifiziert bin. Ich habe alles gesendet und die wollten unmögliche Dokumente, wie zum Beispiel eine Skrill Transaktionsliste. Ich habe keine Transaktionen mit Skrill gemacht und habe dementsprechend auch keine Transaktilnsliste, weil das Geld direkt von meinem Kont abgebucht worden ist. Aber die verstehen das nicht. Dann wollten die ein Screenshot von meine Skrill Konto, welches ich auch gesendet habe, und sagen mir das die Transaktionsliste wieder wollen. Was soll das ?! Gleichzeitig wollen die staatliche Dokumente, dass ich arbeitslos bin. Wie soll man bitte staatliche Dokumente haben von Arbeitslosigkeit?! Bitte helft mir, dass ist alles nur Schikane

Hello CrossedKiller,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with King Billy Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Regards,

Nick

It's been running since yesterday, but the same thing happened several months ago. Some of my bank statements were approved and not from January, although I have now sent them 3 times. My E Skrill wallet screenshot was not approved, although this was requested after a long discussion. Furthermore, they wanted a Skrill transaction list, which does not exist, since Skrill Support itself said that I had not made any transactions, but that it had been debited directly from my account. At the same time, they want a document stating that I am unemployed and have received help from the state for the last 6 months. I have already told them that I have the documents for the process since I have not received any money and sent them, but they do not accept it. I spoke to the casino several times yesterday about all this, but they don't want to understand!

Er läuft seit gestern, aber das gleiche ist schon mal vor mehreren Monaten passiert. Es wurden manche meiner Kontoauszüge genehmigt und vom Januar nicht, obwohl ich das jetzt schon mittlerweile 3 mal gesendet habe. Es wurde nicht mein Screenshot vom E Skrill wallet genehmigt, obwohl dieses nach einer langen Disskusion verlangt worden ist. Des weiteren wollte man eine Skrill Transaktionsliste, welche nicht existiert, da der Skrill Support selber gesagt hat, dass ich keine Transaktionen gemacht habe, sondern es direkt von meinem Konto abgebucht worden ist. Gleichzeitig will man ein Dokument, dass ich arbeitlos bin und vom Staat hilfe bekomme für die letzten 6 Monate. Ich habe denen schon gesagt, dass ich die Dokumente für den Verlauf habe, seitdem ich kein Geld bekomme und denen auch gesendet, aber die akzeptieren das nicht. Ich habe noch gestern mit dem Casino mehrfach gesprochen über diese ganzen Angelegenheiten, aber man will das nicht verstehen!

Hello CrossedKiller,

We usually recommend the players to wait at least 14 days for the verification/re-verification process to be complete. Once you let the casino know about the documents availability, they should offer you a different method to verify the account.

As the process did begun a week ago, definitely give them a week more and cooperate as much as possible.

Please let us know by the end of this week if there's any update regarding your case.

Dear CrossedKiller,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.